As generative AI transforms the workplace, it's reshaping the traditional social contract between employers and employees. AI's ability to take on tasks that once required human effort has raised critical questions about corporate responsibility. If AI can do the work of many, what obligations do companies have toward their workforce? This isn't just about reducing costs—it's about the long-term impact on society.
Take a financial services client that deployed a conversational AI tool to handle customer service calls. The efficiency gains were clear—fewer calls reached human agents, reducing the need for additional hires. But with every task AI takes over, there's a shift in workplace dynamics. Entry-level roles, once a critical pathway for new talent, are disappearing. These roles provided opportunities for learning, mentorship and career growth.
Work has traditionally provided a sense of identity, belonging and contribution to society. If AI takes over these roles, how do we find our place? This isn't just about finding new jobs for those displaced by AI. It's about redefining the role of work in our lives. We need to discover new sources of connection and fulfillment, potentially embracing more creative and empathetic roles where AI complements rather than replaces human effort.2. Design for collaboration.